What users are saying about
4 Ratings
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242 Ratings
4 Ratings
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Score 7.1 out of 100

Genesys Cloud

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242 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

ContactOffice

1. Its cloud-based messaging and collaboration suite includes among others an email solution, calendars, address books, documents, polling tool and more.2. Handling big data, managing events, and reminders. 3. Rich API allowing for a deep integration of the Contact Office applications.4. Universal access to your data through desktop and mobile. 5. Almost every device supported.
Anonymous | TrustRadius Reviewer

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Feature Rating Comparison

Project Management

ContactOffice
7.8
Genesys Cloud
Task Management
ContactOffice
8.7
Genesys Cloud
Gantt Charts
ContactOffice
7.1
Genesys Cloud
Scheduling
ContactOffice
8.1
Genesys Cloud
Workflow Automation
ContactOffice
7.1
Genesys Cloud
Mobile Access
ContactOffice
7.3
Genesys Cloud
Search
ContactOffice
7.1
Genesys Cloud
Visual planning tools
ContactOffice
9.0
Genesys Cloud

Communication

ContactOffice
7.9
Genesys Cloud
Chat
ContactOffice
8.7
Genesys Cloud
Notifications
ContactOffice
8.7
Genesys Cloud
Discussions
ContactOffice
9.0
Genesys Cloud
Surveys
ContactOffice
8.6
Genesys Cloud
Internal knowledgebase
ContactOffice
8.0
Genesys Cloud
Integrates with GoToMeeting
ContactOffice
7.0
Genesys Cloud
Integrates with Gmail and Google Hangouts
ContactOffice
6.0
Genesys Cloud
Integrates with Outlook
ContactOffice
7.0
Genesys Cloud

File Sharing & Management

ContactOffice
7.9
Genesys Cloud
Versioning
ContactOffice
7.8
Genesys Cloud
Video files
ContactOffice
7.4
Genesys Cloud
Audio files
ContactOffice
8.1
Genesys Cloud
Document collaboration
ContactOffice
9.0
Genesys Cloud
Access control
ContactOffice
8.1
Genesys Cloud
Advanced security features
ContactOffice
7.0
Genesys Cloud
Integrates with Google Drive
ContactOffice
7.9
Genesys Cloud

Contact Center Software

ContactOffice
Genesys Cloud
8.3
Agent dashboard
ContactOffice
Genesys Cloud
8.2
Validate callers
ContactOffice
Genesys Cloud
7.4
Outbound response
ContactOffice
Genesys Cloud
8.1
Call forwarding
ContactOffice
Genesys Cloud
7.7
Click-to-call (CTC)
ContactOffice
Genesys Cloud
9.2
Warm transfer
ContactOffice
Genesys Cloud
8.8
Predictive dialing
ContactOffice
Genesys Cloud
7.3
Interactive voice response
ContactOffice
Genesys Cloud
8.6
REST APIs
ContactOffice
Genesys Cloud
8.7
Call scripts
ContactOffice
Genesys Cloud
8.3
Call tracking
ContactOffice
Genesys Cloud
8.9
Multichannel integration
ContactOffice
Genesys Cloud
8.6
CRM software integration
ContactOffice
Genesys Cloud
7.7

Workforce Optimization (WFO)

ContactOffice
Genesys Cloud
8.3
Inbound call routing
ContactOffice
Genesys Cloud
8.6
Omnichannel inbound routing
ContactOffice
Genesys Cloud
8.8
Recording
ContactOffice
Genesys Cloud
8.4
Quality management
ContactOffice
Genesys Cloud
8.3
Call analytics
ContactOffice
Genesys Cloud
8.6
Historical reporting
ContactOffice
Genesys Cloud
8.5
Live reporting
ContactOffice
Genesys Cloud
8.5
Customer surveys
ContactOffice
Genesys Cloud
7.3
Customer interaction analytics
ContactOffice
Genesys Cloud
8.0

Pros

ContactOffice

  • Can use it from anywhere, can access your documents, emails and others.
  • Can message your group and arrange meetings, and it will notify you.
  • Can manage tasks.
  • Fairly good customer support
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Genesys Cloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys Cloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Cons

ContactOffice

  • Data safety concerns
RANDHIR KUMAR | TrustRadius Reviewer

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Likelihood to Renew

ContactOffice

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 9 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

ContactOffice

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.9
Based on 29 answers
As I have been saying Genesys Cloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed.
Ronnie Knight | TrustRadius Reviewer

Reliability and Availability

ContactOffice

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 3 answers
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

ContactOffice

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 3 answers
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Support Rating

ContactOffice

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 6.2
Based on 95 answers
When deployed, there are some times issues where you need to contact official support. During my experience, I had issues with a couple of my customers regarding the device. Genesys' support does replace the device after a lot of validations and the shipping time is a headache for us as it takes a lot of time to come from the US to Saudi Arabia. This could be improved.
Teja DSV | TrustRadius Reviewer

In-Person Training

ContactOffice

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

ContactOffice

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

ContactOffice

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
Based on 13 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

ContactOffice

ContactOffice handles almost all data, all files like doc, pdf, mp3 etc. Task management. Worksection is an all-around project management app that gives users visibility and organization. ContactOffice is a contact management software that helps you to easily manage your data from any computer with a web browser. Worksection is Free: no charge. ContactOffice offers four plans for its Individual version. ContactOffice has more supported Integrations than Worksection.
Anonymous | TrustRadius Reviewer

Genesys Cloud

We use also Genesys Engage on Premises. Both offer great customer experience but we choose Genesys Cloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. Genesys Engage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

ContactOffice

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 2 answers
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Return on Investment

ContactOffice

  • Can get documents from anywhere if you forgot your files.
  • Can connect with anyone in your group, chat, share ideas, and requirements in a single instance.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • We have had Genesys Cloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Screenshots

Pricing Details

ContactOffice

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Genesys Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

ContactOffice
7.3
Genesys Cloud
7.1

Likelihood to Renew

ContactOffice
Genesys Cloud
8.5

Usability

ContactOffice
Genesys Cloud
7.9

Reliability and Availability

ContactOffice
Genesys Cloud
8.5

Performance

ContactOffice
Genesys Cloud
8.5

Support Rating

ContactOffice
Genesys Cloud
6.2

In-Person Training

ContactOffice
Genesys Cloud
8.2

Online Training

ContactOffice
Genesys Cloud
7.3

Implementation Rating

ContactOffice
Genesys Cloud
7.7

Scalability

ContactOffice
Genesys Cloud
8.7

Add comparison